Senior Client Experience Manager

This role serves as a subject matter expert on improving client experience (digital and offline), drive the vision of personalization across various BU and support the delivery of connected omnichannel client experience. It is an evolving role, with a need to quickly learn Marketing Technology (MarTech), primarily focus on Adobe Experience Cloud. This role will be responsible for delivering BAU/ongoing work and design/formulate delivery of new personalized experience.  

Will be responsible for clarifying and validating the business needs for new and/or enhanced products, services or optimized business processes. Utilizes specialized knowledge of the company and client groups to analyze and improve business processes potentially impacting clients across a business unit. Serves as an expert consultant to multiple business teams to manage the most complex client projects and solve issues. Makes recommendations to and helps execute the strategic priorities for the assigned client groups to best reach clients, maximize engagement, and deliver business value. 

PRINCIPAL RESPONSIBILITIES 

Digital/Web Analytics –  

• Experience in Digital Analytics roles focused on customer experience with strong, customer-centric business acumen 

• Applies expert knowledge of Digital Platform analytics concepts, tools, and ‘best practice’ techniques for reporting and analysis and develop solutions that will improve client experience, execute strategic initiatives, and achieve operational efficiency 

• Expertise with one or more digital platforms (web analytics platforms like Adobe Analytics, Google Analytics) 

• Working knowledge of tag management data collection platforms (like Adobe Launch or any tag manager) 

​Data Integration / Audience Management 

• Data Integration: Oversee the integration of data from various sources, including CRM, advertising platforms, website analytics, and other relevant sources, to build a unified view of customer interactions. 

• Basic SQL skills and experience querying large data sets stored in on-premise or cloud-based data warehouses and data lakes. 

• Experience in Marketing Technologies (MarTech) and orchestration of data for use in marketing campaigns across multiple channels. 

• Experience in creation of audiences for personalized / marketing use case 

• Exposure to Adobe platforms like Adobe Experience Platform (AEP), Adobe Audience Manager (AAM) or any similar Customer Data Platforms (CDP) is a plus 

Digital Optimization 

• Deliver against the website optimization and customized experience strategies across the website and other touch points 

• Working knowledge of concepts around digital optimizations – run and analyse A/B test 

• Partner with the analytics teams on measurement across customized site experiences 

• Diagnose and troubleshoot technical issues related to delivering custom site experiences 

• Communicate and partner with upstream and downstream teams regarding the execution against the desired testing strategy 

• Exposure to platforms like Adobe Target, Optimizely i